QuickGifts Merchant Gift Card Program User Guide Updated: March 12, 2013 The purpose of this user guide is to provide our Merchant Partners with general information and instructions related to QuickGifts Merchant Services and our Merchant Console. This user guide has been developed in conjunction with our Merchant Partners Terms and Conditions. About QuickGifts QuickGifts is an online marketing and distribution channel for merchant gift cards. QuickGifts operates three (3) primary business lines: an online consumer gift card portal, corporate reward and loyalty programs and thirdparty gift card fulfillment solutions. Merchant Services The two primary Services QuickGifts offers to small and mid-sized merchants are (1) a merchant details listing at our online card mall or partner s card mall ( Card Mall ) where the merchant will be listed any time a QuickGifts visitor searches gift cards in a city where the merchant is present or within a 25 mile radius zip code search and (2) a web-based application e-commerce platform that allows a merchant to sell its gift card cards or certificates exclusively at its own website or any other online promotional channel ( OneLink ). By way of our primary website, http://giftcards.quickgifts.com/card-mall, we enable partnering merchants to showcase their brands, concept descriptions and locations to our consumer base and corporate clients. Our most popular product is a Dibbs Card, a universal gift certificate that can be exchanged online or by phone for any gift card(s) participating merchant listed in our Card Mall. Merchant Profile and Support Your Merchant Profile will be initially completed by your Sales Rep at the time of partnering with us. Your Merchant Profile is our primary contact file for communicating account information, card activation notices and providing monthly payments. It is very important that it is reviewed on a regular basis and that we are notified if any contact information changes (personnel, locations, merchant descriptions etc.). Any time your contacts or merchant page needs to be updated, you may log into your Merchant Console at http://onelink.quickgifts.com/setup with your unique credentials and make applicable changes. If you need additional assistance, please notify our Account Director, Jennifer Speed via email at jspeed@quickgifts.com or call 512.550.0069 for assistance. OneLink Program Once partnered with QuickGifts, merchant partners can take advantage of our OneLink Program. Our OneLink Program is the easiest and most efficient way to sell gift cards from your own website, Facebook page, Twitter feeds, email campaigns and any other online channel you control. All you have to do is add a gift card promotional image or text link on your site and have it link to the unique URL we provide you. Your unique OneLink is listed in your Merchant Console under the Profile Tab. Once a web visitors clicks on your OneLink, your web visitors will launch a new web browser on a secure cobranded page on our server displaying your brand, concept description and our gift card ordering form. Using our e-commerce software and custom designed applications, your web visitors will be able to order your gift cards QuickGifts 3108 N. Lamar Austin, TX 78705 tel. 512.440.7400 email@quickgifts.com
with the option to include a greeting card from our library (i.e. Happy Birthday, Congratulations, etc ), upload a photo onto the outside or inside of the greeting card, and a personal gift message. If the user completes the order process or decides to bail from the order process by closing the new browser, they will be directed back to the last page they visited on your site. Upon order completion, the purchaser will be provided with a detailed order receipt including an Order Confirmation Number that can be printed from the webpage. Simultaneously, the purchaser will also be sent an email from orders@quickgifts.com to the email address they provided during checkout. This order confirmation email will list the order details, an order status link where they can check the shipping status of their order, and QuickGifts Customer Service contact information. On our back-end, our in-house Fulfillment team will fulfill the order as defined in the Fulfillment & Shipping and Card Activation and Verification portions of this user guide. Please be aware that OneLink system has a unique User Interface (UI) (different) from our Card Mall property. After linking from your site, the user will ONLY have the option to buy gift cards to your business. Please be aware that your web visitors will not be linked to our Card Mall or have the option to buy any other product at our site without actively opening a new browser. Customer Fees Each order placed through the OneLink Program or at giftcards.quickgifts.com will include a service fee of $1.95 - $3.95 per gift card, depending on card carrier selected by purchaser. All fees cover the cost of USPS First Class Mail postage, packaging, and customer service. Users can elect to upgrade to USPS Priority Mail for the stated fee in the order process. Fulfillment and Shipping Gift cards can be fulfilled by QuickGifts (tagged in our system as QuickGifts Fulfilled ) or by the merchant (tagged in our system as Merchant Fulfilled ). Regardless who handles the fulfillment, QuickGifts commission remains the same. QuickGifts Fulfilled: All gift card orders are fulfilled and shipped from our fulfillment center based in Austin, Texas. Every gift card ID we fulfill and distribute is recorded and linked to purchaser and recipient information stored in our database. We cannot ship internationally, to P.O. Boxes, or to APO/FPO addresses. Gift cards are generally fulfilled within one business day from our fulfillment center. All gift card orders are fulfilled and mailed via USPS First Class mail unless Priority shipping or FedEx 2-Day is selected by the purchaser. Most US Mail shipments deliver within 5-7 business days, and Priority Mail service generally delivers within 2-3 business days. QuickGifts cannot be responsible for orders that are undeliverable or not received due to the purchaser's failure to enter accurate delivery information, or when 45 days have passed since the date we shipped the gift card(s). Merchant Fulfilled: Merchants who elect to handle fulfillment to the end recipient will be provided with the end recipient name, address and amount to be sent. The merchant will be notified via email that will always include the same encrypted link to view their fulfillment orders. It is important that the merchant provide us with the gift card ID mailed to each recipient for tracking and reporting purposes. At the time the card is fulfilled by the merchant, the purchaser will be notified via email that their gift card is on the way. As for payment reconciliation and reporting, the card sale will be recorded in the month that it was fulfilled. It is important to note that merchants who handle fulfillment will not be allowed to offer Personalized Greeting Cards as an option with their OneLink application. The reason being is that QuickGifts greeting cards are printed
on demand after they are designed by the purchaser. Also, merchant handling fulfillment cannot offer upgraded shipping options (USPS Priority and 2 Day FedEx) because we cannot provide a guarantee about when merchant will actually handle the fulfillment to the end recipient. Digital Distribution: In September 2012, QuickGifts launched a 100% digital/mobile redemption option ("Digital Distribution") to extend our services to our merchant partners to support the full spectrum of merchant gift currency fulfillment and redemption preferences. Digital Distribution does not require any change to the merchant s existing Point-of-Sale system or current gift card program. Digital gift cards are activated and tracked just like physical gift cards. We simply take the plastic/paper out of the equation and replace it with a branded digital gift card (email) with your logo and gift card ID from one of your physical gift cards. The recipient can then elect to print the email or show their phone with the gift card ID displayed so that your clerk can enter the gift card ID at the point of sale. Digital Distribution is offered to both QuickGifts Fulfilled and Merchant Fulfilled partners. For QuickGifts Fulfilled merchants, the merchant partner can elect to have us create a separate batch of unique gift card IDs that we house in an electronic file OR we can use the gift card ID from physical gift cards we have in inventory. If we use a gift card ID from your physical fulfillment, know that once the order is fulfilled, we file the physical gift card in our used online inventory file so that the gift card is never distributed again, physically or digitally. For Merchant Fulfilled merchants, the merchant s Card Activation Contact is notified via email with a unique link to click and enter a gift card ID and instructed to simultaneously activate the gift card ID entered in their POS for the stated amount. It is important that this is done at the time it is entered because that when it is sent to the end recipient via email and also available for use. Real-Time Inventory Management Every time we receive a batch of inactive cards from you, our Fulfillment Team records your gift cards into our inventory system. Every time your gift card is requested, fulfilled, and mailed out from our fulfillment center, your inventory count is automatically adjusted in real-time. At the time of partnering with us, we will evaluate your estimated fulfillment volume based on the number of your locations, your web traffic, your marketing plan, restocking time, and our client and recipient base surrounding your locations to determine your minimum threshold of gift cards we require to have in-house to keep you listed on our Card Mall. If at any time, we do not have the appropriate gift card inventory to meet the demand, we will temporarily de-list you from our Card Mall until we have received and recorded your new inventory. Card Activation and Fulfillment Gift card activation and shipping occur simultaneously. Once a merchant gift card is fulfilled, the order details are posted on our proprietary back-end fulfillment system. At the time of fulfillment, the gift card ID is recorded into our system and associated with the requested dollar value. An email is then automatically generated and sent to the Card Activation Contact listed in your Merchant Profile (Exhibit B). This email will list the following details: 1. Gift Card ID 2. Associated Gift Card Value Upon receiving the email from us, the gift card ID and amount is required to be hard-keyed into your POS system and activated for use, preferably within 24 hours, but no more than 48 hours after the time stamp listed in our system. Once the gift card is activated on your end and is valid for use, the Card Activation Contact must click on an encrypted link provided in the original email to confirm in our system that the process has been completed.
If the Card Activation Contact does not have email access at your business location or for another reason cannot confirm card activation after it is entered into your POS system, they can call our office at 512.550.0069. If you reach our offices after business hours, you will be prompted to leave your name, number, merchant name and gift card ID and repeat it once. Once we receive the message, your Account Manager will log your call time and record your confirmation in our database. Once you have activated the card, your store or restaurant will be liable for any questions regarding the gift card usage. 3 Strike Policy and Penalties Gift card activation and communication are the most critical aspects of our partnership. To ensure that all communication from QuickGifts is received, the Card Activation Contact must have gcm.ol@quickgifts.com listed as a safe sender in their email address book. Failure to activate a gift card for use prior to the card being presented by the customer in your establishment will result in a strike. Any merchant receiving 3 strikes will be in breach of this agreement and will be de-listed from our Card Mall and will no longer be have access to our OneLink Program. Any time a gift card is not activated within a 72 hour period of our initial electronic correspondence, an Account Manager will contact your Card Activation Contact. When a merchant fails to activate the card within 72 hours, we reserve the right to apply a $10 penalty fee after 72 hours and an additional $5 per day following until the gift card is activated. Secure Ordering We accept Visa, MasterCard, Discover and American Express. All purchases (online credit card transactions) made at any QuickGifts site are handled by VeriSign, our third-party payment processing company. When we process credit card transactions, we use Secure Socket Layer (SSL) technology to encrypt personal information. All purchases made on our system (including OneLink purchases and at our Card Mall) will appear as QuickGifts on the purchaser s credit card statement. All users must check a required box on the billing page stating that they acknowledge how the charge will appear on their statement. Zero Liability Fraud Protection Our Zero Liability policy protects your business from any fraudulent activity that might occur when ordering your gift cards either from our site or through the OneLink Program. Our payment gateway, VeriSign PayFlowPro supports AVS (Address Verification System) and CSC (Card Security Code) matching. If AVS and CSC do not match, the order will not be processed. In addition, we have developed a number of in-house review processes designed to detect fraudulent purchases. Because we are accountable, we reserve the right to cancel any order we suspect is related to fraudulent activity. In most cases, we will first attempt to contact the alleged purchaser to verify an order. If the purchaser fails to respond to us within 3 business days, the order is cancelled and the charge amount is credited back to the card holder s account. Payment Reconciliation Payment (check) for all merchant s gift cards sold and/or distributed by QuickGifts in a set calendar month will be issued on the 15th day of the following month. If the 15th falls on a weekend or holiday, we will submit your check for mailing on the following business day. You will be notified via email the amount of the deposit and the
date of the transaction. Payments will be mailed according to information entered on the Merchant Profile. The monthly service charge will be deducted from remittance payment. Customer Service QuickGifts Customer support is available by phone, email, or via web form inquiry from 9:00am 6:00pm Central Time. Our CRM tools were designed in-house and are tied to our backend database. Less than 7% of all orders and redemptions result in a customer inquiry. Our CRM tools include automatically-generated email responses that allow our Customer Support Team to quickly and efficiently respond to the most frequently asked questions and inquiries. All customer correspondence is recorded in our CRM database and can be referenced if any future issues occur. Lost Gift Cards If a gift card is lost in the mail, our Fulfillment Team will replace the merchant gift card in question at no cost and only under two conditions; we (1) are notified within 45 days of the date the gift card order was mailed from our office and (2) have confirmed with the merchant partner that the gift card has not been tendered. In order to replace a lost card after receiving notification from the intended recipient that the gift card order has not been received, the following process will take place: 1. Our Customer Service department will confirm that the gift card has not been used. 2. You will de-activate or void the original gift card ID in your POS 3. Our Customer Service department will contact the intended recipient to confirm the mailing address in our system is correct. 4. Our Fulfillment Team will fulfill and ship a second gift card ID. All correspondence and gift card activity related to a lost card is also recorded in our CRM database. We will not replace any gift cards that have been lost or stolen after we have confirmed the gift card was received by the intended recipient from our fulfillment center or if any portion of the gift card original balance has been used. Returned Gift Card Orders If a gift card order is returned to our office due to an insufficient delivery address, recipient not listed at this address or any other related reason stated by the delivery carrier, our Customer Service team will make 3 attempts to contact the purchaser or recipient who supplied us with the original delivery address to correct the issue. Once we have communicated with the purchaser or recipient that the address is correct or needs to be changed, we will make any necessary address change and resend the gift card order at no cost to the purchaser, recipient or merchant. If we receive no response from the purchaser or recipient after 3 attempts, we will void the order in our system. Data Collection During the term of this agreement, all the information we collect in our database is intended for our internal use. The only information that can be shared with the Merchant is the purchaser information but only when purchased at their site via OneLink. All other additional information we capture is used to handle orders, redemption tracking and provide other services to our customers and others with registered accounts. We do not sell or rent personal information to any of our merchant partners or other third parties. We do reserve the right to report to law enforcement agencies any activities that we in good faith believe to be unlawful. In such cases, we may
provide information to regulatory authorities and law enforcement agencies or when we otherwise believe in good faith that the law requires it.